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p-Index From 2021 - 2026
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All Journal Community Engagement and Emergence Journal (CEEJ) Eastasouth Journal of Effective Community Services
Josline, Josline
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Humanities Economics, Econometrics & Finance Education Environmental Science Health Professions Social Sciences

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The Role of Product Warranty in Building Customer Loyalty: A Case Study of The Indonesian Tire Industry Saputra, Suyono; Josline, Josline
Community Engagement and Emergence Journal (CEEJ) Vol. 6 No. 4 (2025): Community Engagement & Emergence Journal (CEEJ)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ceej.v6i4.8911

Abstract

This study explores the strategic role of product warranty in fostering customer loyalty within the Indonesian automotive tire industry. Drawing on signaling theory, the research investigates both the direct and mediated effects of product warranty on loyalty through brand trust, customer satisfaction, and brand image. A quantitative approach was employed using Partial Least Squares Structural Equation Modeling (PLS-SEM), with data collected from 323 respondents who had purchased tires from major global brands. The results confirm that product warranty has significant positive effects on all three mediators, which in turn strongly influence customer loyalty. Mediation analysis reveals that customer satisfaction and brand image are the most influential pathways. These findings highlight that warranties function not only as functional assurances but also as symbolic signals that shape post-purchase evaluations and brand commitment. The study contributes to the marketing literature by extending signaling theory in the context of high-involvement purchases in emerging markets. It offers practical insights for companies to leverage warranty programs as strategic assets that enhance trust, satisfaction, and long-term loyalty.
Transformasi Digital Toko Jaya Ban Melalui Pembangunan Website Berbasis Agile SDLC Saputra, Suyono; Josline, Josline
Eastasouth Journal of Effective Community Services Vol 4 No 03 (2026): Eastasouth Journal of Effective Community Services (EJECS)
Publisher : Eastasouth Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/ejecs.v4i03.475

Abstract

Digitalisasi UMKM menjadi kebutuhan strategis untuk meningkatkan daya saing di era ekonomi digital. Toko Jaya Ban sebagai UMKM otomotif di Batam belum memiliki kehadiran digital yang memadai, sehingga mengalami keterbatasan dalam penyampaian informasi, kredibilitas, dan konversi pelanggan. Kegiatan pengabdian ini bertujuan mengembangkan website jayaban.com sebagai pusat informasi, katalog produk digital, dan sarana lead generation. Metode yang digunakan meliputi wawancara, observasi, dokumentasi, serta pengembangan sistem berbasis Agile SDLC. Hasilnya, website responsif berhasil dibangun dengan fitur katalog produk digital, formulir lead generation, dan integrasi Google Maps. Implementasi ini meningkatkan efisiensi operasional, memperkuat kredibilitas usaha, dan memperluas akses pelanggan. Pelatihan CMS juga meningkatkan kemandirian staf dalam mengelola konten. Secara keseluruhan, kegiatan ini menunjukkan bahwa digitalisasi UMKM dapat dicapai secara efektif melalui integrasi teknologi dan pemberdayaan kapasitas internal.
Co-Authors Suyono Saputra